Subject Matter Expert (Temporary Contract)
$41,600–$41,600 year
On-siteMesa, Arizona, United States
Job Summary
Represent client partners by maintaining knowledge of brand philosophy, promotions, and processes while serving as advocates and role models for Customer Service Representatives. Administer call evaluation feedback, manage training needs, and develop individual team members through career opportunity programs. Provide front-line direction to ensure quality service in every customer interaction, utilizing strong communication skills and leadership qualities to overcome difficult situations. Work a variety of shifts including days, evenings, and holidays. This temporary 90-day contract supports IntouchCX's global leadership in digital customer experience management and AI services.
Required Qualifications
- High school diploma or equivalent
- 2+ years experience in the call center and/or customer service industry
- Experience in coaching and mentoring
- Knowledge of call center systems, ACD/IVR and performance statistics
- Ability to work a variety of shifts, including days, evenings, and holidays
- Superior communication skills: Listening, verbal and written
- Skills in MS Office programs (Word, Excel and PowerPoint)
- Ability to type 30 WPM with accuracy
- Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
- Ability to build rapport with clients and interact with team members at various position levels
- Engaging and successful communicator, speaker, and facilitator
- Ability to develop employees through positive motivation
- Strong analytical, problem solving and decision-making skills
- Comfort with technology and frequent technological change
- Adaptable to change and innovation
- Act as a role model and exemplify behaviors in line with our cultural values
- Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
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